IT Support Specialist I

The IT Support Specialist provides frontline technical support for employees by resolving common hardware, software, access, device, and application issues through defined support processes. This role is responsible for delivering a positive user experience, maintaining accurate ticket documentation, supporting endpoint readiness, and fulfilling standard service requests in a timely and reliable manner. The Specialist I assists with hardware staging, device deployment, onboarding and offboarding tasks, and event support activities. When additional expertise, elevated access, or cross-team coordination is required, this role escalates issues appropriately while maintaining ownership of follow-up and communication. This is the primary entry-level professional role within IT Support and emphasizes service quality, consistency, and foundational technical growth.

Key Responsibilities:

• Serve as a primary point of contact for end-user incidents and service requests through approved support channels.
• Diagnose and resolve common issues involving laptops, desktops, mobile devices, printers, Microsoft 365, collaboration tools, account access, peripherals, and standard business applications.
• Install software packages and updates on network and individual devices.
• Install and configure hardware on network and individual devices, including new computer setups.
• Fulfill standard service catalog requests such as password resets, account unlocks, new user provisioning, basic software installations, hardware fulfillment, and peripheral replacements.
• Provision, deploy, replace, and recover end-user hardware in accordance with lifecycle and asset processes.
• Execute onboarding, offboarding, access changes, and workstation setup tasks according to defined procedures.
• Use the service management platform to log, categorize, prioritize, update, and close tickets with complete and accurate documentation.
• Follow knowledge articles, standard operating procedures, and support playbooks to drive consistent service delivery.
• Perform basic testing and analysis of computer systems and programs as needed to isolate issues.
• Identify recurring issues and communicate trends to senior team members or leadership.
• Escalate incidents and service requests that require advanced troubleshooting, elevated permissions, or cross-team coordination.
• Support inventory, asset tracking, refresh activities, and basic endpoint maintenance.
• Contribute to project work by staging hardware, imaging devices, performing basic builds per checklists, and supporting event-week activities such as laptop refreshes and peripheral replacements.
• Call vendors for support when needed and assist with ordering computer products or replacement equipment.
• Provide limited training and instruction to end users as needed.
• Perform self-QA on completed work before marking tasks complete or handing off to others.
• Maintain clear, accurate, and complete documentation of troubleshooting steps, analysis, and resolutions to support knowledge reuse and operational continuity.
• Contribute to team documentation by capturing fixes, workarounds, procedural updates, and flagging knowledge articles that are incorrect or incomplete.
• Maintain professionalism, confidentiality, and sound judgment when supporting office, field, and remote users.
• Comply with security, privacy, data protection, and acceptable use policies.
• Partner with network, systems, and cybersecurity teams to support stable and secure operations as needed.

Experience and Education:

Required:

• Associate degree in Information Technology, Computer Support, Computer Science, or related field preferred; equivalent practical experience acceptable.
• 1-3 years of IT support, service desk, desktop support, or related customer support experience preferred.
• Foundational knowledge of Windows endpoints, Microsoft 365, device setup, password/access support, iPad support, MDM tools such as Intune or Meraki, and basic networking concepts.
• Ability to follow documented processes, complete service requests accurately, and work consistently.
• Strong communication skills with the ability to respond professionally to common user questions and concerns.
• Basic troubleshooting ability, including collecting information, isolating issues, and drawing reasonable conclusions.
• Ability to work independently while keeping leaders informed of important issues.
• Ability to lift and move hardware, with the physical capability to handle equipment up to 50 pounds.

Preferred:

• Experience in a business, construction, field operations, or multi-site enterprise support environment.
• Exposure to endpoint management, device imaging, asset management, and identity/access administration.
• Familiarity with ITIL concepts, service request workflows, and knowledge-centered support.
• Experience supporting hardware staging, device refresh, or event-based IT support activities.
• Relevant certifications such as CompTIA A+, Network+, Microsoft credentials, Tanium, or similar IT-based certifications.

What We Offer:

• Opportunities for professional growth and career advancement.
• Engaged, collaborative teams and a culture focused on innovation and quality.
• Support for licensure, continuing education, and professional development.
• Inclusive environment with competitive benefits.

Travel: Travel will be required and will vary according to business requirements.

Accommodations: Reasonable accommodations will be made for qualified individuals with disabilities.

Compensation: The pay range for this position is $20.60 to $25.75+ benefits. Our salary ranges are determined by the experience and education required, and level of responsibility. The range posted for this role represents a range that Interstates, in good faith, believes it is willing to pay at the time of this posting. The pay is determined by job related skills, training, education, and experience.

Application End Date: July 31, 2026

Interstates Describes Its Culture as: Family-Like:

• Caring co-workers treat each other like family
• Be treated like an individual, not just a number
• Flexible schedules allow you to focus on your personal life as well as work-life
• Lunch gatherings and social activities promotes fun and camaraderie
• Support charities and your community through events sponsored and hosted by Interstates

Benefits:

• Competitive Pay so you know you are valued
• 401(k) to help you plan for your future
• Health, Dental, and Vision Insurance with different options to meet your needs
• Vacation so you can focus on you
• Performance Bonus
• Established Career Paths to help plan your future
• Career Coaches that are focused on your success